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1. Change Management: Procedures for requesting and implementing changes to services or service levels

2. Disaster Recovery: Business continuity and disaster recovery procedures, needed for critical services

3. Security Requirements: Specific security standards and protocols, important for services involving sensitive data

4. Transition Services: Procedures for service implementation or termination transition, needed for complex services

5. Intellectual Property: IP ownership and licensing provisions, needed when IP is created or used in service delivery

6. Personnel Requirements: Specific requirements for service provider staff, needed for on-site or specialized services

7. Subcontracting: Terms governing use of subcontractors, needed when subcontracting is permitted

8. Insurance: Specific insurance requirements, needed for high-risk services

1. Schedule 1 - Service Specifications: Detailed technical specifications of services

2. Schedule 2 - Service Level Metrics: Detailed description of each service level and calculation methodology

3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and charging model

4. Schedule 4 - Service Credit Calculations: Formula and examples for calculating service credits

5. Schedule 5 - Reporting Requirements: Templates and specifications for service level reports

6. Schedule 6 - Escalation Procedures: Detailed escalation paths and contact information

7. Schedule 7 - Operational Procedures: Day-to-day operational procedures and processes

8. Appendix A - Key Personnel: List of key personnel and their roles from both parties